Technical Assistance Specialist
16 hours ago
Job Summary:
We are seeking an accomplished Technical Assistance Specialist to join our US team at Algo+ USA. As a key contributor, you will provide exceptional customer support and drive the delivery of high-quality product experiences.
Main Responsibilities:
- Ticket Handling and Escalation:
- Identify and categorize incoming tickets based on priority, product, and issue type.
- Diagnose and resolve basic software issues and user errors according to established procedures.
- Escalate complex cases to senior support personnel or relevant teams as needed.
- Respond promptly and professionally to customer inquiries concerning software functionality, troubleshooting, and general information.
- Maintain up-to-date knowledge of Algo+ SaaS products and support documentation.
- Document customer interactions, issues, and resolutions within the support ticketing system.
- Produce regular reports detailing outstanding tickets by solution, urgency, and type.
- Monitor performance metrics, including response times, resolution rates, and customer satisfaction scores.
Essential Skills and Qualifications:
- Education:
A high school diploma or equivalent is mandatory; an associate's degree or higher in a related field is highly desirable. - Experience:
Prior experience in customer support or a related role is advantageous, particularly in a SaaS or tech environment. - Skills:
Effective communication skills, both written and verbal.
Basic troubleshooting capabilities and adaptability in learning new software.
Proficiency in using support ticketing systems and CRM tools.
Superior problem-solving abilities and a customer-centric approach. - Attributes:
Patient, empathetic, and capable of handling customer inquiries with poise.
Ability to work independently and collaboratively within a fast-paced environment.
Strong organizational skills and attention to detail.
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